Forrester

Why Read This Report

This report is an update to "Managing The Customer Experience Project Portfolio" originally published on February 12, 2010. When transforming their firms into experience-driven organizations, customer experience professionals must put in place a system that helps optimize return on the investments that they make for the business, supporting continuous improvement. To help them do that, Forrester has identified a set of best practices that firms can use to evaluate and rank customer experience projects. We found that the decision criteria must have four key characteristics in order to tease out the best mix of projects: clarity, simplicity, balance, and flexibility. Keywords: customer experience, customer experience management, customer experience investments, customer experience project management, customer experience ROI, prioritizing customer experience projects, portfolio management